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Job Description

Summary:

REMOTE IN AL, FL , GA, MD, MI, OH, TN, TX, or VA ONLY

A fiber to the home ISP client of Insight Global is looking for an experienced Manager of Service Delivery to join their team. The Manager of Service Delivery will lead and oversee the engineering and operational execution of complex fiber and multi-vendor/technology solutions. This role includes end-to-end management from design through to deployment, ensuring the delivery of network infrastructure. The Manager will also be responsible for strategic planning, process optimization, team leadership, and maintaining high standards of customer satisfaction.

Responsibilities:

Lead a team of 6 Service Delivery Engineers, providing direction, mentorship, and support to ensure efficient and effective service delivery

Oversee the design, quoting, building, testing, deployment, and provisioning of carrier-grade network infrastructure

Build & Elevate customer relationships & act as the primary point of contact for escalated issues, ensuring they are resolved promptly and satisfactorily

Ensure customers are kept informed of progress and status updates through appropriate channels (ticketing systems, email, phone calls)

Collaborate with internal stakeholders, commercial sales, and engineering teams to provide expert engineering services

Conduct technical evaluations and propose solutions that meet customer expectations and business requirements

Manage the end-to-end order to delivery process, ensuring contract compliance and fulfillment through accurate and timely documentation and tracking

Develop and maintain technical documentation for systems and telecommunication solutions

Plan and coordinate with internal and external customers to ensure seamless service delivery

Oversee the configuration, deployment, and verification of carrier-grade network equipment

Maintain a high level of knowledge in MPLS Networking, Ethernet Switches, IP Routing, and standard network service architectures

Stay current with industry trends and advancements in telecommunications networks, including ALU, Juniper, and Ciena equipment

Foster a culture of continuous improvement, seeking ways to optimize processes and enhance service delivery efficiency.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com .

To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/ .

Skills and Requirements

7 years of experience in telecommunications and/or engineering operations. Must have a strong understanding of:

Extensive knowledge of MPLS VPNs, pseudo-wire technologies, the OSI model, and routing protocols (EIGRP, OSPF, MPLS, BGP)

Deep understanding of DWDM network concepts and components

Broad-based experience in maintaining complex voice, cable, and data networking systems.Proficiency with telecommunications networks and equipment from vendors such as ALU, Juniper, and Ciena

Knowledge of IP address nomenclature, IP protocols, and router/switch components

2-4 years of telecom infrastructure Project Management overseeing services & delivery

Bachelor's degree in engineering, computer science, electronics technology, telecommunications, or a related field.

A combination of education and relevant experience may substitute for the degree requirement

Superior oral and written communication skills.Excellent research, analytic, project management, and documentation skills.

Strong ability to manage complex situations with diplomacy and a high degree of self-initiative

Ability to handle multiple, concurrent, projects; manage vendors/customers effectively and be responsive to users and sales staff in a timely manner PMP or similar certification strongly preferred

Experience with cloud migrations and management preferred, but not required

Industry certifications (Nokia, CCNA, Juniper) are highly valued null

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to HR@insightglobal.com.